Key Responsibilities

• Handle incoming customer communications, including phone calls, emails, and live chats, related to order placement, inquiries, complaints, and troubleshooting, ensuring accurate and timely information is provided.

• Process, update, and maintain customer accounts and records accurately in the SAP system.

• Manage and resolve queries, complaints, or litigations from both customers and internal stakeholders, ensuring close follow-up until full case closure.

• Receive and process orders from customers and internal employees via telephone, email, and online ordering platforms as required.

• Coordinate and manage customer complaint escalations effectively with relevant inter-departments, ensuring timely resolution.

• Execute daily operational tasks in compliance with Lyreco standards, policies, and procedures.

• Highlight and escalate any change requests from inter-departments to the management team for review and approval.

• Take ownership of assigned workflow and process flow responsibilities to ensure smooth operations.

• Understand customer expectations and respond professionally, efficiently, and courteously to deliver high-quality service.

• Perform any other reasonable ad-hoc duties assigned by management from time to time.

Minimum Requirements & Qualifications

• Minimum Diploma qualification in any discipline.

• Proficient SAP user with strong working knowledge of Microsoft Office applications.

• Excellent written and verbal communication skills, with clarity, accuracy, and professionalism.

• At least 2 years of experience in a customer service or call centre environment.